Using West Monroe's managed services, a private equity firm realized improved system uptime, quality and timely support for users and better communication amongst their offices.

The client is a private equity firm focused on buyout investments in the North American lower-middle market. The firm considers investments in a range of companies, but it focuses primarily on the healthcare, technology, manufacturing, business services, consumer products, and oil and gas industries.

Finding an experienced partner.So that its own staff could focus on core business issues, the client sought a managed services provider to handle its day-to-day IT responsibilities, including:

Server and network maintenance

Implementation of new technologies

Assistance with end-user IT issues

In particular, the private equity firm required a partner experienced in its industry, as well as one that offers strong customer service and a proactive approach—including the ability to identify and eliminate problems before the arise. In addition, because the company expected to upgrade some of its key technologies it wanted a partner that could support both short- and long-term needs.

Vital investment industry experience.The firm selected West Monroe Partners as its IT managed services provider. Not only did West Monroe Partners have extensive experience working with investment companies, it also offered the ability to:

Address all pending issues across the private equity organization’s infrastructure

Provide quality services in the short-term while helping the company address its longer-term IT requirements

Address issues remotely or through office visits

Implement solutions to issues so that problems or issues would not be repeated

Proactive support, with an eye on future needs.West Monroe Partners assessed the client’s entire infrastructure and then assumed responsibility for all IT support, including on-call support and break-fix activities; proactive maintenance; and strategic IT projects. In addition, as West Monroe Partners continued to support the firm over a period of years, it has:

Implemented a new off-site back-up solution

Established video conferencing capabilities with the company’s main office

Assisted with implementation of a new phone system and layer-two switch

Implemented heightened security policies, including RADIUS VPN authentication to allow users to access the firm’s network from outside the office

Recommended hardware and software upgrades, and then implemented those that met the company’s needs

Improved up time, productivity, and communication.By working with West Monroe Partners, the private equity firm has improved its infrastructure significantly and, as a result, its system uptime. In addition, it has deployed new technologies that have improved business productivity, as well as communication among offices and with the home office. The company’s end users continue to count on quality and timely support for their IT needs.